IT helpdesk for businesses and user support
We run an IT helpdesk for businesses without an IT department, as part of full support. Staff report problems by phone, by email or in the portal, and we solve them remotely or on site. Outages that stop work come first.
Problems a helpdesk solves
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Requests get lost in conversations and messages
An employee asks a colleague who knows computers, and the issue comes back a week later. With us, every request goes into one system and gets a number.
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An email outage waits in line behind a printer jam
Without priorities, every issue waits just as long. Outages that stop work, such as email being down, are handled before minor requests.
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The same problems come back every month
The same printer or the same computer keeps breaking. Our monthly report points out recurring faults and proposes a lasting fix.
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A new employee waits for an account and a computer
The first day is spent waiting for logins and passwords. We set up accounts, the computer, email and printers, and block access when someone leaves.
Every ticket has a documented history: a description of the problem, the time spent and how it was solved.
If your staff need help right away, they can go to the client zone. You will find the helpdesk link and the remote support app there.
What we do
- Requests via the helpdesk.conetso.com portal, helpdesk@conetso.com and by phone
- Remote help over an encrypted connection to the employee's computer
- Diagnosis and repair of hardware and software faults
- Set-up of computers, printers, phones and email accounts
- Accounts set up and blocked as people join and leave
- On-site visits when an issue cannot be solved remotely (as standard within 50 km of Lublin, further by arrangement)
- Handover of server, network and security issues to administrators who know your infrastructure
Who it is for
- Your company has no IT department or person to deal with staff's day-to-day problems
- You want staff support, servers and the network in the hands of one team
- Your staff work in several offices or from home and need help without a technician visiting
- You need support outside business hours too, for example in shift-based production
- You want to see how many requests there are each month and what they are about
Requests by phone, by email or in the portal
Staff report an issue whichever way suits them: in the helpdesk.conetso.com portal, at helpdesk@conetso.com or by phone. Whatever the channel, the ticket goes into one system and we set its priority.
- Number and history for every ticket
Remote help without waiting for a visit
We solve most tickets remotely, without coming to your office. The employee downloads the remote support app from the client zone, and we connect to their computer. We come on site when hardware needs replacing or a device needs hands-on work.
- App available in the client zone
- Encrypted connection to the employee's computer
- Visit when hardware needs replacing
A monthly report that shows the causes
Once an issue is solved, we close the ticket with a description and the time spent. The monthly report shows which problems keep coming back, so their cause can be removed, for example by replacing the hardware that fails most often.
- Description of the fix and time spent on every ticket
- Recurring faults flagged
- Proposals for lasting fixes
How we work
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Getting to know your team
We get to know your team, their workstations and the programs they use, as well as the problems that most often get in their way.
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Framework agreement
We sign the framework agreement together with a data processing agreement (DPA). The helpdesk is part of full IT support.
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Launch
We give your staff the portal address, the helpdesk email and phone number, and a link to the remote support app.
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Day-to-day support
Server, network and security issues go straight to the administrators who know your infrastructure.
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Monthly report
Every month we send you a report on the work done. If your contract covers response times, the report includes them as well.
Pricing
Net prices. We will prepare an exact quote after a short conversation about your needs.
| Service | Billing model | Price | What it depends on |
|---|---|---|---|
| Helpdesk on a managed IT services monthly plan | monthly plan: a fixed monthly fee covering a set number of hours | from 1,400 PLN net / month | number of hours, required response time (SLA), 24/7 on-call cover |
| Hourly support without a monthly plan | hourly | individual quote | time worked; a higher rate applies outside business hours, at weekends and on public holidays |
| 24/7 helpdesk | monthly plan (on-call cover) | individual quote | on-call hours, response time, number of critical systems |
| On-site help | flat rate per visit | individual quote | time worked on site; travel charged at a flat rate |
Experience
- users supported by our helpdesk
- about 1,600
- We handle tickets in our own helpdesk system. Each has a number, a history and the time spent.
Frequently asked questions
What if email is down and we cannot send a request?
Call us, or report the issue in the helpdesk.conetso.com portal from another device. If you cannot log in to the portal, write to helpdesk@conetso.com.
Is the remote support connection secure?
Yes. The employee starts the app from the client zone and gives us the connection code. The connection is encrypted and ends when the employee closes it.
Do you help staff who work from home or at a branch?
Yes. Remote help works the same way at your head office, at a branch and at an employee's home. All it needs is internet access and the remote support app, which runs on Windows, macOS and Linux.
Will you set up an account and a computer for a new employee?
Yes. We set up accounts and configure the computer, email and printers. When someone leaves, we block their accounts. New computers come through our [computers and workstations](/en/it-hardware-and-software/computers/) service.
What happens when the problem is with a server or the network?
We pass the ticket to the administrators who know your company's infrastructure. In full support, the same team is responsible for the helpdesk, servers and the network, so you do not have to look for another contractor.
See also
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Server and network administration for businesses
We maintain, update and document servers, virtualisation, networks, firewalls, VPNs and backups.
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IT infrastructure monitoring
We watch over servers, networks and backups, respond to outages and report on the state of your infrastructure.
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Microsoft licensing audit and Microsoft 365 management
Licence register, renewals, updates, Microsoft 365 administration and Microsoft licensing audits.
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Business computers with workstation setup
Laptops, desktops, workstations, monitors and printers, supplied and set up ready for work.
From our blog
Managed IT services cost in Poland: our contract prices
Our managed IT services start at PLN 1,400 per month excl. VAT. See what drives the price, what the monthly plan excludes and how we quote an audit.